In my previous role as a Social Service Program Manager with the District of Columbia Government, I oversaw an operation consisting of five managers, 33 Social Service Representatives and four Social Service Assistants, who were task with administering public assistance to eligible residents. By collaborating with the quality assurance manager on analyzing metrics, improving processes, and strengthening training programs, I improved departmental workflow efficiency and reduced customer complaints by 12%. I was recognized by executive level management for my dedication to data analysis and business process improvement. I regularly present my findings and recommendations at executive level meetings. I also served as an Equal Employment Opportunity Counselor and an Emergence Preparedness liaison for the Department I am further enhancing my organizational analyst and leadership skills through pursuing a PhD in Industrial and Organizational Psychology with Walden University, focusing on Human Resource Management human capitol, talent management, diversity and inclusion - among a variety of areas within the organization. My PhD program has enhanced my ability to analyze business systems and processes, build relationships, and create a culture of innovation and quality customer service using scientific based data and best practices.